AddressAbout us
We are an emerging software company providing an amazingly popular Identity Management platform - Identity1 - to clients in Australia and New Zealand. We are undergoing rapid growth and have a whole bunch of existing clients plus lots of new ones waiting to get on board. We have an lovely office in Crows Nest, Sydney.
Position Overview
You'll be a key member of our support team, ensuring our clients receive responsive and expert advice when they have questions or hit issues. You'll be involved in client implementations regularly to ensure your knowledge of the system continualy develops, and you'll consult with other support staff and the development team to improve the product through collaboratively designing new features.
Training and Opportunities:
You'll be trained up in the system in a friendly, supportive environment before you are asked to tackle any client requests by yourself. As you spread your wings, you'll have scope to expand your horizons into any useful area of the business. We are particularly keen to build an ‘implementation team' of experts who are happy to do a bit of travel and deliver the best results for our clients during their onboarding experience.
Key Responsibilities:
Technical Support: Provide frontline technical support to end-users regarding software applications, including troubleshooting, issue resolution, and user assistance.
Problem Identification and Resolution: Proactively identify and address software issues, bugs, and performance bottlenecks, ensuring minimal disruption to business operations.
System Monitoring: Monitor application performance, system health, and user activity to preemptively identify potential issues and take necessary corrective actions.
Documentation: Maintain comprehensive documentation of support processes, troubleshooting steps, and solutions to facilitate knowledge sharing and ensure consistency in support procedures.
Coordination with Development Teams: Collaborate closely with software developers and engineers to communicate user feedback, escalate complex issues, and contribute to the development of solutions and enhancements.
User Training and Guidance: Conduct training sessions and create user guides to empower end-users with the knowledge and skills necessary to effectively utilize software applications.
Configuration and Deployment: Assist in the configuration, deployment, and rollout of software updates, patches, and new releases, ensuring seamless integration and minimal disruption to workflows.
Quality Assurance: Participate in testing activities to validate software functionality, performance, and usability, and provide feedback to development teams for continuous improvement.
Work and Travel Arrangements
You'll be ‘working from work' in our lovely Crows Nest office, on a full time (8am-4pm) basis. WFH is not part of this arrangement, and on-site parking is not available. There is street parking available within a 10 minute walk from the office, plus various public transport options.
About You:
Essential:
Proven experience in Application Support, technical troubleshooting, or helpdesk roles
Strong analytical and problem-solving skills with a keen attention to detail
Excellent communication and interpersonal skills, with the ability to interact effectively with diverse stakeholders
Ability to work independently and collaboratively.
A sense of humour
A desire to learn and be challenged
Desirable:
A demonstrable passion in computers/software/engineering
Bachelor’s degree in Computer Science, Information Technology, or related field
Experience with Microsoft Active Directory
Experience with Azure Active Directory
Experience with Microsoft SQL Server
Experience in the Education industry; Schools and/or Universities
Familiarity with any scripting languages
